Eptica positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center
The 2015 Eptica Multichannel Experience study
Transforming Customer Engagement in a Multichannel World
Multichannel solution for Customer Interaction Management
Consumers vs Agents: Can the Gap be closed?
The Eptica Power of Linguistics in Customer Service Study, which surveyed both consumers and contact centre agents, highlights a growing understanding gap between the two sides when it came to customer experience.
August 28, 2015
When customer service first rose to prominence within organisations it was straightforward to define. It was a physical department, normally including a call centre, that dealt with all incoming customer communications (mainly via telephone and letter), and provided help and support. As...
August 26, 2015
Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies. At the same time, and as part of the same trend, governments have acted to make it easier and more straightforward to complain, particularly in industries such as telecoms, utilities and finance. They have set up new regulators and ombudsmen...
August 07, 2015
Eptica announces continued operational growth on SaaS solution across the first six months of 2015. Revenues and profitability were driven by increased customer numbers, particularly from companies adopting its Cloud based solution.
August 05, 2015
Leading companies leave over half of consumer queries unanswered on digital channels. Despite the rising importance of multichannel customer experience, health insurers in the Asia Pacific region are still neglecting online channels, and are driving...